After-Hours Service Desk Voicemail Alerting

Let no important customer call go unnoticed

The Challenge

Even small and medium sized business are required to provide services at their customer’s fingertips. Offering a service or help desk with a 24/7 operated voice line is common.

It is however a challenge to staff those services during after-hours. Even for larger enterprises with low call volume it doesn’t make sense to staff such hotline around the clock. So, on-call or standby seems like a solution. It is however hard to pick up the phone in the middle of the night and to be fresh and bright in an instant when an upset customer calls.

While a voice mailbox sounds good it leaves you with the challenge of getting a reliable notification out when a customer left a voicemail. Such important call notification should never go unnoticed.

Solution

SIGNL4 is your solution and supports any voicemail service which can send you an email with the voicemail attached in WAV or MP3 format. Simply route such voicemail via email to your SIGNL4 team and SIGNL4 reliably notifies people on duty during after-hours. Open the SIGNL4 alert in the mobile app and press the ‘Play’ button to listen to your customer’s recording. Call him back instantly with a single touch.

  • notifies staff on duty upon a new voicemail via push, text and voice calls
  • notifies persistently until acknowledgement
  • escalates to a management person if an alert is not confirmed in time
  • digests emails with wav and mp3 attachments from your voicemail provider
  • plays wav and mp3 recordings within the mobile app
  • lets you call your customer with a single touch of the caller id is part of the email

Results

SIGNL4 is great and powerful extension to any 24/7 service desk hotline that is operated with an on-call or stand-by team. It eases the pain for operations staff as it avoids direct calls. At the same time it makes no voicemail goes unnoticed.

Your customer service and responsiveness greatly improves while your staff enjoys a much better sleep and after-hours work experience.

This scenario works with any VoIP/IVR/Mailbox system that can forward voicemail messages via email with recording attached as wav or mp3.

How it works

Customer call

Customer calls your 24/7 service desk hotline & leaves a voice message message

Email forwarding

Your voicemail systems sends an email to SIGNL4 with recording attached (wav or mp3 format). Please, check if your provider does support this, most do (example here).

SIGNL4 Alerting

SIGNL4 checks who is on duty and starts notification process using push, text and voice

SIGNL4 escalation

If required in case of no response/no alert acknowledgement, SIGNL4 can escalate to a manager after a configurable time.

Play recording

Alert responders can open the alert within the SIGNL4 mobile app, can play the voice recording and take ownership of the alert/call

Call back customer

Once the responder understands the issue and is ready he/she can call the customer back as the caller id is displayed in the SIGNL4 mobile app. He can also annotate the alert in the SIGNL4 and share any results with the team
voicemail
Notification Pattern

Sample Integrations